Ticketing System

How to limit agents to certain tickets (based on labels)?

When either of the 'take' options is selected in the ticketing permissions (View and take selected labels or Take selected labels), the agent will only have access to specific labels.

For example:In our last example ; For the Support group, we already selected the ticketing permission "View and take selected labels". Because we chose one of our 'take' options, the lables' table opens to choose labels. In our case, we chose only one label: the "Support" label. We chose it since we want all tickets labeled as "Support" to be viewed and taken by Dan, Roy and David, our support agents. We still need to set the ticket assignments abilities. This can be done once the group is created and we associated our agents, Dan, Roy and David with the "Support" group. These steps will be described next.